HVAC Customer Service 101: Respect, Communication, and Care
An acquaintance recently shared an unpleasant experience she had with a young HVAC technician who repeatedly interrupted her, scoffed, rolled his eyes, and sighed audibly when she spoke during a service call. When he brushed past her to another room to access her thermostat without asking permission, she understandably decided she’d had enough and asked him to leave.
Fortunately, the HVAC company’s owner was able to smooth things over by sending another technician and waiving the service charge. However, this preventable incident highlights the paramount importance of HVAC technicians mastering essential customer service skills.
Here are a few simple guidelines every HVAC technician should follow when they go out on a service call:
- Respect your customers. Be polite, professional, and friendly, and dress neatly.
- Ask thoughtful questions, actively listen to your customers, and provide clear, concise answers. Effective communication is the cornerstone of good service.
- Be patient with customer questions and concerns. Remember, what you might consider to be minor or trivial could be a significant issue or a source of stress for the homeowner.
- Explain things in terms that are easy for a layperson to understand. Avoid HVAC trade lingo – it’s confusing to the customer and can be perceived as condescending.
- Don’t enter a room, yard, or other private space without first asking permission.
- Respect your customers’ property. Work neatly and clean up when you’re done. If necessary, wear booties over your shoes. For extra points, leave your work area cleaner than you found it.
